Hotel internal management system

Hotel management rules and regulations

Employee code

First, the work attitude:

1, according to the hotel operation process, complete all the work accurately and timely.

2, employees have different opinions on the boss's arrangement but can't convince the boss, in general, should obey first.

3. When the employee is not satisfied with the reply from the immediate superior, he can go above his level and report to the superior.

4. Work hard, be enthusiastic, speak kindly, be modest and prudent, and behave steadily.

When dealing with customers' complaints and criticisms, you should listen calmly and explain patiently. Under no circumstances should you argue with the guests. If you can't solve the problem, you should report it to your immediate supervisor in time.

6. Employees should get ready for work ahead of schedule. Do not leave without leave or leave early during working hours. Employees on duty are not allowed to leave their posts until the next employee takes over. Employees should leave the hotel within 30 minutes after work.

7. Employees are not allowed to receive visits from relatives and friends anywhere. Employees are not allowed to use the guest phone without the consent of the department head. Private calls outside the line will not be connected, and urgent matters can be applied to the immediate superior.

8, it is forbidden to string hillock at work, chatting, eating snacks. Smoking is prohibited in public places such as restaurants, kitchens and dressing rooms, and things unrelated to work are not allowed.

9, hospitality, standing service, use polite language.

10, without the approval of the department manager, employees are not allowed to be guests in the restaurant, and managers at all levels are not allowed to use their powers to give various special benefits to relatives and friends.

Second, uniforms and work cards:

1. Staff uniforms are issued by the hotel. Employees are responsible for keeping their uniforms.

2. All employees should wear work cards as part of their work clothes. If the employee does not wear the work card, the 5 yuan will be deducted. If the employee loses or damages the work card and needs to reissue it, the employee should pay 65,438+00 yuan.

3. When employees leave their jobs, they must return their work clothes and work cards to the competent authorities. If they don't return it or their work clothes are damaged, they must pay for the clothes.

Three, appearance, appearance, manners and personal hygiene:

1. The mental outlook of employees should be natural, smiling and dignified.

2. Employees' work clothes should always be kept clean and tidy.

3. Male employees should shave, and their hair should not be ears and collars.

4. Female employees should comb their hair and use hairpins.

5. Male employees should wear leather shoes, and slippers or sandals are not allowed. Female employees should wear shoes, and the ends of flesh-colored socks should not be exposed outside the skirt.

6. Fingers should be smokeless, and female employees can only use colorless nail polish.

7. Only watches, wedding rings and earrings without pendants are allowed. Kitchen staff are not allowed to wear rings at work.

8. During working hours, don't cut your nails, pick your nose, pick your teeth, cover your hands, yawn or sneeze.

9, keep quiet during working hours, it is forbidden to talk loudly. Speak lightly, walk lightly and operate lightly.

Four. Appendix:

1. Any money or belongings found anywhere in the hotel should be immediately handed over to the supervisor for detailed records.

2. If the item is unclaimed for three months, the hotel management will decide how to deal with it.

3. Failure to report the collected information will be regarded as theft.

Verb (abbreviation for verb) Hotel property:

Hotel articles (including articles issued to employees for use) are all hotel property, and the parties concerned must make compensation as appropriate, regardless of negligence or intentional damage. If an employee commits theft, the hotel will immediately dismiss him and hand him over to the public security department according to the seriousness of the case. Sixth, attendance.

1. Employees must go to work according to the shifts arranged by department heads. If it is necessary to change the shift, they must first get the permission of the department head. 2, in addition to the supervisor above management personnel, all employees must sign the work card to and from work.

3. If an employee forgets to sign the card after work, but can prove that he is at work, he will be deducted no more than 50% of the salary of the day each time.

4. It is forbidden to sign cards for others. In case of violation, the cardholder and the cardholder will be disciplined.

5. If the employee can't go to work on time in case of emergency, he should call the department head for approval and go through the leave formalities; Otherwise, it will be treated as absenteeism.

6. If the work card is lost, report it to the personnel department immediately, and issue a new card after being approved by the department head.

7. Employees are not allowed to leave the store during working hours without approval.

Seven, staff wardrobe:

1. The competent department is responsible for the configuration of staff wardrobes. When necessary, two or more employees can share a wardrobe. Employees' wardrobes cannot be transferred privately, and those who violate them will be disciplined.

2. Employees should always keep the wardrobe clean and tidy, and food, drinks or dangerous goods are not allowed to be stored in the wardrobe.

3. When the department in charge rationed the wardrobe, a key was issued free of charge. If you lose your key, you must pay RMB 10 yuan.

4. In case of emergency or employees forget to bring their keys, they can borrow spare keys from the personnel department, but with the consent of the department head. If the wardrobe is intentionally damaged, they should be compensated and given disciplinary action.

5, are not allowed to put the lock or key on the wardrobe without authorization, the competent department can check the wardrobe at any time, check whether there are more than two people present.

6, are not allowed to sleep or stay in the locker room, are not allowed to spit in the locker room, smoking, throwing garbage.

7. When employees leave the store, they must clean the wardrobe. If they don't clean the wardrobe in time, the hotel has the right to clean it.

Eight, staff channel:

1. Employees enter the store from the designated employee passage when going to and from work.

2. Backstage employees are not allowed to enter the public places and restaurants of the hotel at will and use the guest facilities of the hotel without working relationship. 3. Employees who want to leave the hotel during working hours should apply to the competent department, and can only leave the hotel with the consent of the department head. Nine, hotel safety.

1. When employees enter or leave the hotel, the supervisor reserves the right to check their belongings at any time.

2. Employees are not allowed to leave the store with luggage and parcels. Under special circumstances, they can only leave the store with the consent of the department head.

X. Circuit failure: When the circuit fails, the following measures should be taken:

(1) Inform the maintenance personnel to take emergency measures immediately, and do not handle it without authorization.

(2) Talk to the guests who are having dinner and apologize. The fire safety hotel is equipped with standard fire fighting equipment.

Every employee must be familiar with and understand the correct use of firearms and fire-fighting equipment, and memorize the fire stairs and evacuation routes of the hotel.

I. Fire Prevention: * Comply with the regulations prohibiting smoking in relevant places. * It is forbidden to leave cigarette butts or other combustibles in stairs, boxes, aisles or wastepaper baskets. * Waste paper, dirty blankets, dirty cotton cloth or other flammable items shall not be piled up anywhere in the hotel to prevent flammable sources. * Not allowed to be placed near the stove or high wattage electric lamp. * containers containing inflammable and explosive articles shall not be stored in the building. * Any employee who finds that cigarette butts are still smoking should put them out immediately. * If wires are found to be loose, worn and broken, power sockets and electrical appliances are damaged, etc. , should immediately report to the maintenance department, in order to repair in time. * Chefs must check the safety status of fuel pipes, burners, switches and other facilities before going to work. If leakage is found, the valve should be closed and reported to the maintenance department. * The chef must check all kitchen equipment and close all valves before coming off work. . Regulations on rewards and punishments 1. Excellent staff: the hotel will conduct monthly assessment according to each employee's job responsibilities and conduct appraisal at the end of the year. The hotel will give honors and rewards to those who are rated as excellent employees.

2. Reward and promotion: those who have made outstanding contributions to improving management, improving service quality and economic benefits, or created outstanding achievements in the daily work of the hotel will be rewarded or promoted.

Three. Types of disciplinary action/dereliction of duty:

1. Disciplinary actions include verbal warning, correction of interview, written warning, dismissal warning, unpaid leave, dismissal, termination of contract or dismissal. For disciplinary action, the department manager shall issue the Dereliction of Duty Form, which shall be signed by the derelict employee and copied to the competent department for the record.

2. Dereliction of duty is divided into Class A, B and B, any of which must be filled in the employee dereliction of duty form, and the floating salary will be deducted accordingly.

3. One day's basic salary will be deducted for the fourth grade dereliction of duty, and 10% floating salary will be deducted for each dereliction of duty.

4. In case of Grade III B dereliction of duty, two days' basic salary will be deducted, and if the circumstances are particularly serious, they will be dismissed. First-degree dereliction of duty

1, late for work;

2. Do not use the designated employee channel;

3. The instrument is untidy; A long hair; B dirty hands; C standing posture is incorrect; D put your hands in your pockets; E sleeves and trouser legs are rolled up; F does not meet the appearance requirements;

4. AWOL from work or wandering in other departments;

5. Non-conforming calls;

6. Damaging work clothes or leaving the hotel in work clothes;

7. Absence from training courses;

8, in violation of the provisions of the staff canteen;

9. Listen to the radio, tape recorder or watch TV at work (except for rest or work);

10, go to work to do private affairs, read books and newspapers and magazines;

1 1, bringing his wife, husband, boyfriend and girlfriend into the hotel without permission;

13, use the guest chair to rest and go to the toilet at work;

14, wearing work clothes into the store (except for buying things for guests);

15. Use hotel stationery to handle personal affairs;

16, making loud noises or making indecent habits in public places where guests can see and hear;

17, gathering in hotels, public places and other places to discuss personal affairs;

18, violating the locker room regulations.

Class b dereliction of duty

1, don't sign cards at work or instruct others to sign cards for themselves and others;

2. Not polite to guests and colleagues;

3. Hotel property losses caused by negligence;

4. Concealing the accident;

5. Refuse to check the package, handbag or employee ID card;

6. Refuse to carry out the instructions of the administrator/department head;

7. doze off at work;

8. Change the work card;

9. Violation of safety regulations;

10, drinking in the hotel;

1 1, enter the guest room (except for work);

12, swearing;

13, changing the shift, rest day or rest time without permission;

14, too close to the guests and beyond the scope of work;

15, smoking in places other than designated places;

16, not reporting property shortage;

17, littering in the hotel;

18, failing to comply with fire regulations;

19, damaging public property;

20. Poor performance or low efficiency;

2 1, disobeying the reasonable and lawful orders of the supervisor or superior;

22. Unauthorized configuration of any key in the hotel;

23. Making false or defamatory remarks that affect the reputation of hotels, guests or other employees.

24. Endangering any person in the hotel; Beating others or fighting with each other;

25. Ask customers for tips or other remuneration; Conduct unreasonable transactions;

26. Revealing hotel secrets; Dally with or bully others;

27. Stealing the property of hotels, guests or others or taking food and drinks from hotels and guests;

28. Violation of store rules, resulting in significant impact or loss;

29. Gambling or watching gambling in the hotel;

30. Deliberately damaging fire-fighting equipment;

3 1, violating any criminal offence of the state;

32. Loss, duplication or unauthorized use of the master key;

33. absenteeism.

I hope I can help you. Thank you.